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Frequently Asked Questions

Q: I need product support, who should I contact?

A: We provide specification sheets and installation guides for the majority of the products, which you can find on the product page under “product attachments”. For older products a full list of guides are available by clicking here.

If you need additional support or further information, you can contact our customer services department by clicking here, or give us a call on 02476 841 750.

Q: How do I download product information?

A: You can download product information by accessing the “product attachment” section of the product page. All our product pages are optimised for printing.

A number of downloads are available by clicking here, including the latest Woodway Brochure, our European catalogue in four different languages, information about the warranty, terms and conditions, and the European distributor form.  

Q: I bought a product via the older website, but I can’t find it listed anywhere. Why?

A: At the moment, over 1000 of our most popular products are available for purchase on our website, however due to the extent of our product range we couldn’t include them all. If you would like us to add a particular product to the website for purchase, you can make a request by clicking here.

Please note that older products might get discontinued and replaced by newer, more efficient items. In this case, our policy is to keep the product page active for a minimum of six months for reference only, however once the item runs out of stock it will not be available for purchase any longer.

Q: I have registered with you on your older website, why do I need to do it again?

A: The newer version of our website has been active since 2013 and replaces the older version, which had been running for over 8 years. Accounts made on the old website are no longer active.

We have tried to make the registration process as easy and quick as possible, and all accounts will be matched against our current system. You can register again by filling in the online form, or over the phone by contacting us at 02476 841 750, specifying whether you need an amber light account or a blue light account, which has to be approved and activated by a Woodway member of staff.

Q: Why do I have to wait for my account to be approved, and how long will the process take?

A: The use of blue lights is regulated by the Road Vehicles Lighting Regulations 1989, and is limited to emergency vehicles. For this reason, when you register with us we are required to ensure that you select the account type that is suitable for your needs. We aim to approve registration requests within one working day, and to contact you once the request has been approved.

Q: How do I keep up to date with new product releases and news?

A: We have a news section on the website which you can access by clicking here. You can also sign up for our newsletter by clicking here.

Q: I would like to organise a demonstration, how do I do this?

A: Our sales team regularly visit customers on the road in our demo vehicles. If you would like to meet them and book a demonstration, please call us on 02476 841 750, and we’ll come and see you at your convenience. We also attend a number of events throughout the year in both the UK and mainland Europe. Events we are due to attend are listed under the "about us" section of the website.

Q: I am not in the UK, how do I order Woodway Whelen products?

A: We have a number of international dealers located globally. To find out who your local dealer is, click here

Q: How much is the postage charge?

A: Postage is a flat rate of £10 to anywhere in the UK for online orders under £250. For orders over £250, the postage is free.

Q: Why is the selection of halogen and strobe lights available for purchase significantly smaller than LEDs’?

A: We feel that LED technology provides significant benefits over older lighting technology.

LED offers higher intensity, longer life span and significantly less carbon dioxide emissions. As LED technology has evolved, the prices have dropped, often matching the ones of similar strobe and halogen products. For this reason, it would be very difficult for us to recommend these older technologies to our customers.

A small selection of strobe and halogen products is still available in our online shop and in the clearance section of our website. We also have a limited range of products in stock that haven’t been listed on the website and can be ordered over the phone. 

Q: Where can I buy spares for existing Woodway products?

A: We offer a large selection of spares and accessories to buy online by clicking here. If the spare part you are looking for is not available online, please call us on 02476 841 750 as we may be able to place a special order for you.

Q: What happens after placing an order?

A: Once you order has been placed, you will be contacted shortly by a member of our team who will verify your order, confirm delivery dates and take payment (unless you have a trade account).

Q: When will you contact me? 

A: If your order is received during regular working hours (Monday to Friday, 09.00-17.00 excluding bank holidays and Christmas shutdown), we aim to contact you within 2 hours, although it might take a little longer during busy periods. If you do not hear from us within 4 hours of placing your order, feel free to call us on 02476 841 750 or e-mail us by clicking here. For orders placed during the weekend, bank holidays and outside of our standard working hours, we will respond the next working day.

Please note that if your order is placed after 15.00, we might not be able to contact you by the end of the working day.

 Q: When will I receive my order? 

A: We will endeavour to send your order out to you as soon as possible. Timescales are dependent on stock availability and the type of product ordered as follows:

Q: When do I make payment?

A: The payment process depends on your account type, and can be made via the website or with an invoice. Pro-forma customers are required to make payment before the product is dispatched. The web-ordering team will confirm how payment will be made when they contact you to clarify your order.

Q: If I'm not happy, how do I complain?

A: At Woodway, we always try our hardest to provide the best possible customer experience, however on rare occasions we may fall short of this goal. In the event we don’t meet your expectations, we would like to hear from you to rectify our shortcomings.  You can forward your complaint via e-mail by clicking here, or calling us on 02476 841 750.

Q: I have a suggestion, who can I contact?

A: We are always looking at ways to further improve our service.  If you have any suggestions or ideas you would like to share with us, e-mail our marketing team by clicking here.